Administrative Skills, Billing, Coaching, Consumer Branding, Customer Satisfaction, Customer Support/Service, Maintenance Services, Order Processing, Organizational Skills, Problem Solving Skills, Reporting Skills, Resolve Customer Issues, Sales, Time Management, Track Customer Issues, Workforce Planning
ABOUT THE ROLE
The production service team ensures customer issues are addressed to the customer's satisfaction in a timely manner in accordance with Cavco warranties and commitments. Ensuring ongoing customer loyalty and brand support is a key driver of production service team success.
The Service Coordinators provide logistical and administrative support to customer services representations, service technicians, and service manager to facilitate customer issue tracking, triage, and remediation. This role Works independently executing non-complex specific process steps under continuous quality review and coaching as needed.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Enters and tracks service work orders and ensures account information and recorded data is accurate.
- Assists with development and coordination of daily workforce plans to maximize customer service and employee efficiency.
- Processes customer orders and monitors and updates customer information.
- Responds to customer inquiries and requests.
- Generates reports on open orders to facilitate their completion up to and including invoicing.
- Interviews customers to obtain information and explain available services.
- Coordinates customers service needs with other departments as required to ensure customer service.
- May solicit sale of new or additional services or products.
- May obtain credit records from credit reporting agency.
- May visit customers premises to obtain order or resolve customer problems.
MINIMUM QUALIFICATIONS
- Requires a high school diploma or its equivalent.
- Working as a Customer Service Coordinator typically requires 1-3 years of related experience.
- May be entry level if some experience in the skill.
- Works under moderate supervision.